ASSOCIATE CUSTOMER DATA MANAGER
Make your next big career move by applying as KMC Solutions’ next ASSOCIATE CUSTOMER DATA MANAGER
Join our team as an Associate Customer Data Manager and help deliver an exceptional customer experience by managing customer data, resolving technical issues, and partnering with cross-functional teams to support enterprise SaaS solutions.
On top of your salary, here are the exciting benefits you can look forward to:
- Health Insurance/HMO
- Enjoy unlimited MadMax Coffee
- Diverse learning & growth opportunities
- Accessible Cloud HR platform (Sprout)
- Above standard leaves
The main responsibilities of a ASSOCIATE CUSTOMER DATA MANAGER include:
- Respond to customer queries in a timely and accurate way, via phone, email.
- Identify customer needs and helping customers use specific features.
- Analyzing and reporting product malfunctions (for example, by testing different scenarios or impersonating users)
- Update our internal databases with information provided from customer
- Follow up with customers to ensure their technical issues are resolved.
- Assist in training Customer Support Representatives.
- Proactively report and notify management team of critical system issues/bugs/outages and create tickets to appropriate team members for resolution
- Maintain documentation and proper records of work operations and decisions taken
- Facilitate technical conversations with Publisher partners to identify resolutions for technical issues
To apply, you must be an expert on the following requirements:
- 2-4 years of direct, verifiable customer support experience in a fast-paced environment
- Strong written, verbal, and organization skills
- Excellent problem solving, critical thinking, and analytical skills
- Experience with enterprise social media networks
- Strong understanding of technological platforms and web infrastructure
- Quick learner; able to learn new technologies on own as necessary
- Ability to work effectively cross-functionally with Product, Sales and Customer Success.
- Excellent customer relationship skills (customer facing, ability to assess customer needs and interact with all levels of management)
- Willingness to work off hours (nights and weekends) as urgent customer needs dictate
- Committed team player with the ability to function both independently and as part of a team
- Must be personable, friendly, and able to work efficiently under time constraints.
- In this position, you will routinely act independently while researching and
- Experience using help desk software and remote support tools
- Desire to focus on customer satisfaction and the customer experience, and a willingness to be its internal advocate of both
- The ability to self-direct as circumstances change and priorities shift, based on organizational needs, without constant & overt micromanagement
It will also be favorable if you are knowledgeable in:
- Experience as a Customer Support Specialist or similar CS role with an enterprise Saas provider
- Familiarity with the MarTech industry
- Experience working with social media platforms and listings management software
- Experience working with local landing pages and SEO
IT - Technical Support
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